Director of Operations

Pay:  $120,000 - $150,000

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data.

You may be eligible to participate in a Company incentive or bonus program.

Benefits:  ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Staff & Management

401(k) – You become eligible to make personal contributions beginning the first of the month following 30 days of employment. You become eligible for the ABM match beginning the first of the month following six months of employment. ABM matches your pre-tax and/or Roth contributions, dollar for dollar, for the first 3%. For the next 2%, ABM contributes $0.50 for each dollar you contribute. Your contributions and match are immediately vested.

The National Director of Fulfillment Center Operations is dedicated to one large, national strategic account.  This role is responsible for strategically and tactically developing, aligning and implementing operations programs to deliver an exceptional customer experience in ABM’s service category.  This position will provide both hands on and strategic direction and leadership for all fulfillment centers in North America and provide advice to ABM colleagues in the UK.  The role reports to the Enterprise Vice President for the account.

Key job responsibilities include:

• Oversee operations and performance management of all ABM activity in client Fulfillment Centers. 
• Develop the operating standards and metrics for the ABM Program at all client Fulfillment Centers.
• Enable the National Operations Managers to implement, inspect and enforce the standards with a goal of “Zero Defect”
• Partner with the Sr. Manager for Specialty Operations to:
  • enable consistent ABM program performance across all client site types, 
  • enable consistent communication to ABM field operations across all client site types, and
  • enable National Operations Mangers to address ABM performance issues in all client site types in their assigned territory
• Partner with the Director of Leadership Development to identify, train, assess and develop ABM Site Managers, Regional Managers and Field Operations Managers working in the client environment
• Partner with the Business Operations Manager to:
  • develop client-specific metrics and reporting that will be used to drive Continuous Improvement of ABM’s performance; and
  • ensure ABM pricing proposals for fulfillment centers are delivered on time, with high levels of accuracy and market-competitive rates
  • take action based on the daily, weekly and monthly reports developed by the ABM Operations Analysts
  • ensure ABM Accounts Receivables for Fulfillment Centers are managed with urgency
• Act as the second point of escalation for client Category Management regarding ABM operational performance in client Fulfillment Centers
• Identify implementable opportunities to reduce ABM overhead expense across the fulfillment center portfolio
• Act as an operations and account management consultant to ABM colleagues around the country working with this key account.  Enable local teams to prepare, successfully implement and manage our services.
• Oversee and monitor safety and security protocols for our processes and ultimately for our employees.  Ensure proper training is conducted on the training schedule provided by our Health, Safety and Security department.
• Drive the team to be Client centric, including developing strategies to enhance our customer service and growth, focusing on communication, service excellence, and efficiency to influence positive Client experience and feedback.
• Ensure that all processes and procedures are consistent across all sites and maintain the documented process and training materials.  Audit assigned locations regularly to ensure standard operating procedures are being adhered to.  
• Drive Visual Controls, and Standard Work best practices in Warehouse Service Operations.
• Keep current on information and technology affecting functional areas to increase innovation and make appropriate recommendations to executive leadership as necessary.
• Provide strategic oversight and guide teams to identify, recommend and implement changes to improve productivity and reduce cost and waste.  Analyze key metrics for each fulfillment center and ensure established goals are met in the areas of performance, quality, safety, Client satisfaction, budgetary plan, etc. 
• Challeng